Refund policy
Returns & Refunds
We want you to love what arrives at your door. If something isn’t right with your order, please contact us at hello@platiipussy.com and we’ll work with you to resolve it.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, significantly different from its description, or you receive the wrong item, please contact us as soon as practical with your order number and, where possible, photographs of the issue.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy. Nothing in this policy limits your rights under Australian Consumer Law. ACCC
Change of mind
We accept change-of-mind returns on eligible standard products within 14 days of delivery.
To be eligible, items must be unused, undamaged and returned in their original condition and packaging.
Customers are responsible for return postage for change-of-mind returns. Original shipping charges are not refundable unless required by law.
Please contact us before sending anything back so we can provide return instructions.
Items not eligible for change-of-mind returns
Original artworks, commissioned work, personalised products and products made or altered specifically for an individual customer are not eligible for change-of-mind returns.
Hand-finished or made-to-order limited-edition works may also be marked as final sale on the relevant product page.
These exclusions do not affect your rights if an item is faulty, damaged or otherwise does not meet Australian Consumer Law requirements. Australian businesses generally aren’t required to offer refunds simply because a customer changed their mind, but if you publish a voluntary change-of-mind policy, you need to follow it. ACCC
Handmade and hand-finished artwork
Many House of Platiipussy pieces include hand-painted, textured, fluorescent, UV-reactive, metallic, pearlescent or other individually applied details.
Small variations between pieces are part of the handmade nature of the work and are not considered faults.
Colour and screen variation
Colours may appear slightly different depending on your screen, lighting and viewing conditions. Fluorescent, metallic, pearlescent, iridescent and UV-reactive finishes can be particularly difficult to reproduce accurately in photographs.
How to request a return
Email hello@platiipussy.com with:
- your name and order number
- the item you wish to return
- the reason for the return
- photographs if the item is damaged or faulty
Please do not send items back without contacting us first.
Returns should be sent to:
85 Bible Street, Eltham Vic 3095
Refunds
Once an eligible return has been received and assessed, we’ll notify you of the outcome.
Approved refunds will be issued to the original payment method. Your bank or payment provider may take additional time to process the refund.